Reepham Surgery

Feedback

• Great HCA appointment as usual

  5

  Submitted by Gill Elliott 17th April 2024

  Having been called for a follow up blood test with a new (to me) member of staff, I was pretty anxious, as it is often very tricky to extract it from me. Young Jess took this on board, and used the tiny needle that usually works (esp for the wonderful Sally), and managed just fine first time, which is almost unheard of. She was calm, friendly and professional, and took the time to make me a g.p. phone appt when I expressed concern about an unrelated issue. She also took the time to explain why I'd been booked in for the follow up test.

  
  
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• Left the surgery in tears

  1

  Submitted by Georgina 28th December 2023

  Yesterday 27/12/2023 I went to the practice for an appointment with the nurse, when I arrived 10 minutes early to my appointment I waited to be seen, she was 25 minutes late to my appointment and once in the consultation room she was very short and sharp with her response, she asked me what the problem was to I explained and while I was doing so she rolled her eyes and sighed right in front of me! I was made to feel not important and when I asked her the second question regarding my medication she said you were only here for a 15 minute appointment even though I had waited 25 minutes to have my appointment, if I was late to my appointment I wouldn’t be seen so it’s not acceptable for a patient to wait all that time to be seen and to then be rushed because she was running late! I left the surgery in tears, she made me feel guilty for being there, that my health isn’t important and I was just a burden to her and she was very rude while talking to me and pretty much shoved me out of the door at the end of my appointment! I’ve never had such a bad experience at the surgery ever and everyone I have spoken to have been lovely so having someone like this working at the practice makes the rest of them look bad! I’ve never seen this nurse and I will never see her again for how she treated me! I’m disgusted with how she treated me! I have a lot of health problems which is beyond my control it’s just the hand I’ve been delt with but she even made a comment about the medication I’m on saying I’m on too many where if I wasn’t on the medication I would be in hospital! I don’t know how she thinks this is acceptable to treat patients like this especially when they have waited 25 minutes to be seen!

• Reply from Reepham Surgery

  I am very sorry to read of your recent experience when attending our Reepham surgery. I was saddened to read your comments and would be grateful if you could contact me on 01263 733693 so we can discuss. I was encouraged that you usually have a very positive experience so it was very disappointing that on this occasion you did not get the support you needed. Thank you so very much for taking the time to provide this feedback as it is only by knowing what we are doing well at and areas that we need to improve on that we can ensure we provide the care our patients deserve. I hope you will feel you can call me so I can reassure you and support you moving forward. Best wishes Wendy, Practice Manager.

• Gone downhill

  1

  Submitted by Anonymous 2nd November 2023

  I am alarmed at what seems to have happened at this practice. I love the NHS and will always support it, but the lack of responses to calls and messages is unacceptable

  
  
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• no problems really

  4

  Submitted by collected by Healthwatch Norfolk staff 20th September 2023

  It is the whole thing about not seeing a doctor, but I have had no problems really. They have a new online system - patches and leaving a message on that is good, I am getting to grips with it now.

  
  
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• Doctor didn’t ring

  1

  Submitted by Anonymous 9th August 2023

  I made a telephone appointment online to speak with a doctor as I’m worried I may have a cancerous spot but he didn’t call yet my records say the appointment was “finished”. I’ve now got to wait another 8 days for a call. Not happy and still worried

  
  
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• Can’t get hold of anyone

  1

  Submitted by Anonymous 30th June 2023

  Can’t get an appointment on the phone anymore you have to go online which is pointless as it keeps coming up with errors. What happened to speaking to people. It’s all to complicated

  
  
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• Rude and unhelpful

  1

  Submitted by Anonymous 20th June 2023

  As many others note, the reception team is rude and unhelpful. Very difficult to make an appointment or speak to a real person via the phone.

  
  
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• The ability to speak to a person

  1

  Submitted by Anonymous 3rd April 2023

  I’ve just gone into a whole world of pain trying to find how to contact the surgery via the web , I tried signing up for the new patches service but it doesn’t work . I then tried to find the email contact for the surgery - not able to use either so I resorted to calling to resolve my query - I’ve had to book an appointment to answer a 30 second query that could easily be dealt with by a receptionist I’ve visited the surgery a couple of times and found everyone wonderful so no problems at all just the lack of ease of use in communications

  
  
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• Pain

  1

  Submitted by Georgina 22nd February 2023

  I’ve just had a telephone appointment with a doctor and I have been left in tears, he was rude, didn’t listen to me or my concerns, removed 2 of my pain medication and hasn’t given me anything else so I’m going to be in agony, he judged me about my age, pain doesn’t discriminate it happens at whatever age and I should be listened to and helped by my GP surgery, I am still recovering from major surgery and I also have chronic inflammation from my health condition that I have which will give me extra pain and I now have a joint problem and I haven’t been helped I’ve been made to feel worthless and not know what to do next because I am so upset I’ve been belittled and made to feel like I’m not important and my pain can’t be bad because I’m 27 years old, I have never been spoken to by a doctor like that before to the point of making me cry and I’m now stuck not knowing what to do!

  
  
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• Excellent

  5

  Submitted by Birgit Griem 18th January 2023

  I managed to get an appointment for something that probably isn’t urgent with an appropriate doctor in less than a week. I do wonder about the 6 contacts with admin that preceded though.

  
  
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